Contact Center Agent
POSITION SNAPSHOT
Location: Cairo, Egypt
Company: Nestl e Business Services
Full-time
POSITION SUMMARY
Provide timely resolution of all queries (H2R & S2P - Vendor Services related)
based on both telephonic and non-telephonic contacts and execute the support
model of the NBS Contact Center
Ensure the accuracy and timeliness of services delivered to employees is in
accordance with Service Level Agreements
Support Total Service Quality levels to the Stakeholders, adhering to E2E
standardization.
A DAY IN THE LIFE …
- Execute the standard support model for both Tier 1 and Tier 2 contacts for
both telephonic and non-telephonic contacts.
- Provide direct support on guidelines, procedures, deep knowledge transfer
on process, E2E view, status of requests, KPIs, SLAs, help chain, data
standards
- Dispatch of Tier 2 queries to the right stakeholders and timely closure of
tickets
- Execute operational delivery of all activities pertaining to the contact
center and ensuring the execution of the Contact Center Support Model for all
service lines, both H2R & S2P (Vendor Services) withing the service delivery
framework of H2R.
- Provide inputs to manage risks, issues, escalations and change in a cost
effective and timely manner to deliver the agreed KPIs and SLAs for all
Contact Center services.
- Support NCE process improvement initiatives through DORs/WORs/MORs/GSTD/FI/
etc.
- Provide support in the generation and publication of all relevant reports
and analytics
- Perform periodic activity relevant reviews with the different streams
- Contribute to Continuous Improvements programs and standardization of
processes across all markets in scope, whenever possible
ARE YOU A FIT?
* Superior listening, verbal, and written communication skills
* Service Oriented
* Ability to handle stressful situation appropriately
* Proficient in MS Office
* V.Good computer know-how
* Excellent Multi-tasking skills
* Strong Analytical Skills
* Detail Oriented and Organized
* Ability to work in a challenging environment
* Trilingual English & Arabic & French
**Contact Center Agent** **POSITION SNAPSHOT** Location: Nestl e Business Services Cairo Company: Nestle Egypt Full-time/ Hybrid Model ** POSITION SUMMARY** * Provide timely resolution of all queries (H2R & S2P - Vendor Services related) based on both telephonic and non-telephonic cont…
The health and safety of our employees and candidates is very important to us. Due to the current situation related to the Novel Coronavirus (2019-nCoV), we're leveraging our digital capabilities to ensure we can continue to recruit top talent at the HSBC Group. As your application progresses, you …
The health and safety of our employees and candidates is very important to us. Due to the current situation related to the Novel Coronavirus (2019-nCoV), we're leveraging our digital capabilities to ensure we can continue to recruit top talent at the HSBC Group. As your application progresses, you …
Role Overview Be able to support customers in a multi-channel contact center (Telephone, Email, and Social Media) Skilled in problem-solving and solution orientated Understands the needs of our internal and external customer Able to prioritize daily tasks and queries Great …
The health and safety of our employees and candidates is very important to us. Due to the current situation related to the Novel Coronavirus (2019-nCoV), we're leveraging our digital capabilities to ensure we can continue to recruit top talent at the HSBC Group. As your application progresses, you …
The health and safety of our employees and candidates is very important to us. Due to the current situation related to the Novel Coronavirus (2019-nCoV), we're leveraging our digital capabilities to ensure we can continue to recruit top talent at the HSBC Group. As your application progresses, you …
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**POSITION SNAPSHOT** Location: Nestl e Business Services Cairo Company: Nestle Egypt Full-time/ Hybrid Model **POSITION SUMMARY** * Provide timely resolution of all queries (H2R & S2P - Vendor Services related) based on both telephonic and non-telephonic contacts and execute the support …